Retentions Manager

Lead a broadband contact centre retentions team, coaching advisors to improve customer saves, renewals, call quality, performance and customer outcomes.

If youve also worked in the following roles, wed also like to hear from you:
Retentions Team Manager, Retention Manager, Customer Retention Manager, Contact Centre Manager, Call Centre Manager, Customer Service Manager, Sales Team Manager, Customer Loyalty Manager, Contact Centre Team Leader, Retentions Team Leader

LOCATION: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 hours per week, rota based (core working hours: Monday to Friday 8am6pm, plus every other Saturday 10am5pm)

We have a fantastic new job opportunity for a Retentions Manager to lead a busy broadband contact centre team focused on customer retention, renewals and strong customer outcomes.

As the Retentions Manager you will coach, motivate and develop advisors, using performance data, call listening and feedback to improve confidence, quality and commercial results.

The Retentions Manager will bring structure, energy and accountability to a target-led environment, supporting cancellation, save, renewal, package change and home move conversations.

Your duties as the Retentions Manager include:

• Team Performance: Lead Retention Advisors to deliver against save rate, renewal activity, answer rate, productivity, call quality and customer outcome measures
• Coaching and Feedback: Provide regular coaching to improve customer handling, objection handling, negotiation, ownership and advisor confidence
• Call Quality: Review calls to ensure customers are handled professionally and every reasonable retention opportunity is explored
• Retention Activity: Support advisors with cancellation, renewal, package change, home move, switching and save conversations
• Outbound Campaigns: Ensure outbound activity is completed effectively, including end-of-contract renewal calls, OTS requests and direct debit cancellation opportunities
• Commercial Awareness: Help advisors protect value, reduce churn and use offers, discounts and credits appropriately
• Escalation Support: Support more complex customer conversations, escalations and retention cases
• Systems and
  
  Collaboration:
  
  Ensure accurate notes, customer records and outcomes while working with Customer Service, Sales, Insight and Operations teams

• People management experience in a broadband contact centre environment
• Good exposure to retention, cancellation, renewal, loyalty or customer save activity
• Experience managing performance through coaching, feedback and clear expectations
• Good understanding of broadband customer journeys, including service issues, billing queries, home moves, package changes and cancellations
• Ability to motivate, support and challenge advisors in a busy, target-led environment
• Good commercial awareness, with an understanding of reducing churn and retaining customers
• Confidence using performance data to understand team and individual performance
• Strong communication skills, with the ability to give clear, constructive feedback and handle escalations
• Practical, hands-on management style with good organisational skills and the ability to manage multiple priorities
• GCSEs in English and Maths

• £32,000 per annum basic salary
• Smart casual dress code
• Free access to gym facilities
• Access to a financial wellbeing platform after successful completion of probation
• Brand new office with excellent transport links
• Supportive team culture
• Growth and career progression opportunities
• Performance-related earning opportunity
• Opportunity to play an important role in a growing Retention function